Technical Support Supervisor

1 day ago

Southfield, Michigan, United States Raymond James Full time
Job Summary

This role is responsible for supervising a team of technical support professionals, providing first-level support in a customer-centric environment to ensure service levels are achieved. The successful candidate will be responsible for monitoring response times, evaluating client satisfaction levels, and ensuring associates meet productivity and quality goals and metrics.

Key Responsibilities
  • Supervise the daily operations of the service desk with a goal of first contact resolution.
  • Monitor response times, evaluate client satisfaction levels, and make recommendations for improvement.
  • Supervise performance to ensure that associates are meeting productivity and quality goals and metrics.
  • Resolve business process and system issues and define and/or update procedures appropriately.
  • May handle escalated issues and/or perform duties similar to subordinates as staffing needs dictate.
  • Evaluate and manage technical support systems, hardware, and software and make recommendations for improvement.
  • Communicate frequently with end users, Support Center peers, 2nd level groups, and higher, and managers; client interaction is key to managing expectations, assessing needs, and customizing services.
  • Works closely with development and operations teams to facilitate issue resolution; works on performance problems, upgrades, design reviews, and application setup/implementations.
  • May participate in or lead small to medium-sized department projects.
Requirements
  • Minimum of a Bachelor's degree in Computer Science, MIS, Business, or related degree and five (5) years of relevant experience including supervisory or leadership experience or combination of education, training, and experience.
  • Two (2) to five (5) years supervisor experience preferred but not required.
  • General technical knowledge and background in concepts, practices, and procedures of information technology support highly preferred.
  • Excellent understanding and/or demonstrated working knowledge of PC hardware and PC applications/operating systems such as Office, Outlook, Windows, DOS, etc. preferred.
  • HDI Support Center and ITIL Foundation certifications preferred.
Competencies and Behaviors
  • Analysis: Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions.
  • Communication: Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
  • Exercising Judgment and Decision Making: Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints, and probable consequences.
  • Technical and Professional Knowledge: Demonstrate a satisfactory level of technical and professional skill or knowledge in position-related areas; remains current with developments and trends in areas of expertise.
  • Building Effective Relationships: Develop and use collaborative relationships to facilitate the accomplishment of work goals.
  • Client Focus: Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships.

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